About the position
Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization. We are hiring a Director of Customer Experience with prior leadership experience to drive continuous process improvement and change management through success with technology and IT solutions during an ERP implementation is required. In this role, overseeing the operational objectives of our Customer Experience function you'll promote a high-performance culture, develop budgets, and plan for organizational growth. You'll lead a team of 30+ employees operating in all US time zones, manage process improvements, and ensure compliance with local laws and regulations. Prior exposure or background to life sciences is highly preferred. In addition to customer experience, this role oversees the team providing technical/scientific troubleshooting on product questions from ATCC customers. This is a flexible hybrid role - 2 days/wk in either Manassas, VA or Gaithersburg, MD.
Responsibilities
- Provide strategic direction for sales services and customer support, ensuring high-quality service delivery.
- Direct all facets of customer retention, including resolving customer concerns and developing a customer contact strategy.
- Establish and monitor performance metrics to ensure customer experience standards are met, taking corrective action when necessary.
- Lead the continuous development of the customer experience function, emphasizing product knowledge, proactive selling, and overall customer satisfaction.
- Maintain strategic ties with other business units to ensure services meet customer and operational needs.
- Leverage data to identify performance gaps and coordinate actions across the leadership team to deliver improved results.
Requirements
- Bachelor's degree and 12 or more years' experience, including 6 or more years' supervisory experience or equivalent experience.
- Proven experience in leading and managing a customer service team, with a strong track record of driving high performance and achieving operational objectives.
- Expertise in customer retention strategies and customer relationship management (CRM), with the ability to resolve customer concerns effectively.
- Experience in establishing and monitoring performance metrics to ensure service standards are met, and implementing corrective actions when necessary.
- Demonstrated prior success leading process improvement initiatives and enhance the overall customer experience through proactive selling and product knowledge.
- Ability to present results and strategy at the leadership level.
- Strong ability to interact with and maintain strategic relationships with other business units to ensure customer and operational needs are met.
- Proficiency in leveraging data to identify performance gaps and coordinate actions across the leadership team to deliver improved results.
- Experience in developing budgets, long-term planning, and implementing strategic policies to achieve organizational growth and future needs.
- Skilled in coaching and counseling managers and supervisors, including goal setting, personnel management, and leadership development.
Benefits
- Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D
- Work life balance with Paid Holidays and PTO
- Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
- Employee Assistance Program offering around-the-clock counseling
- 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
- Exceptional career advancement opportunities, recognition, and rewards
- Corporate bonus program
- Non-profit organization supporting critical life science research
- Contribute to community involvement and social responsibility
